Service Manager

Bosch Truck Group Inc.•Calgary, AB

41d•Onsite

About The Position

Bosch Truck Group Inc. is seeking an experienced Service Manager for their Calgary dealership. The primary role is to proactively manage and develop the service department's business and operations to maximize customer and employee satisfaction, while contributing to the company's profitability. This includes leading technician development through performance evaluations, coaching, and training, fostering a positive and high-performing team culture focused on collaboration, accountability, and service solutions.

Requirements

Proven dealership experience in a management role.
Strong mechanic experience with comprehensive mechanical knowledge.
Excellent customer service skills.
Ability to lead a team effectively.
Experience in truck repair and maintenance.

Nice To Haves

Skills in upselling and sales are advantageous.
Basic cash handling skills are preferred but not essential.

Responsibilities

Manage and plan the daily operations of the service department, including working with and acting on deviations.
Lead and motivate the service department personnel.
Set routines for planning and following up on meetings.
Carry out pulse meetings.
Verify efficient flow of authorized work in the service shop, ensuring quality and documentation.
Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department.
Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration.
Monitor Dedicated Customer Service and My International Dealer adoption and utilization, addressing any deviations.
Monitor and handle deviations, initiate proper actions and escalations.
Coordinate with the parts department to ensure parts availability and adherence to service exchange and warranty parts procedures.
Manage the service department facilities.
Create and manage schedules and shifts.
Develop and manage customer relationships, ensuring customer needs are met and services are developed for future needs.
Build and maintain appropriate relationships with customer representatives.
Monitor the department’s processing of complaints and handle major or complicated complaints.
Assist service department personnel and customers regarding technical issues.
Participate in meetings with key customers when required.
Develop the service business by following up on budget, results, and operational targets, and taking measures to achieve set targets.
Manage and analyze the service department’s running costs and expenses budget.
Regularly follow up on service business and financial results.
Set, monitor, maintain, and follow up on KPIs.
Ensure compliance for all applicable licenses for the service department, including renewals and emerging license and certifications.
Analyze current standards to identify and present opportunities for improvement of the service department.
Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals.
Review warranty performance and financial impacts, addressing any procedural or training opportunities.
Create and foster an environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development.
Protect the employee’s and company’s reputation by keeping information confidential.
Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is shared, and continuous learning is the norm.
Facilitate and encourage the team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.
Contribute to the business goals by accomplishing related results and participating on projects as needed.